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About JPMorgan Chase
JPMorgan Chase & Co. is a global financial services firm and one of the largest banks in the world, offering investment banking, commercial banking, asset management, and consumer financial services.
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As a Technology Support Lead - Major Incident Management within the Employee Platforms Production Management team, you will ensure the operational stability, availability, and performance of production services. You will lead teams of technologists providing end-to-end application and infrastructure service delivery while serving as a senior incident manager for major incidents. Your daily responsibilities include driving triage, impact assessment, stakeholder communication, and root cause analysis to ensure remediation aligns with resiliency and audit expectations. You will manage the full stack technology systems by monitoring environments for anomalies and utilizing standard observability tools. The role requires expertise in ITIL frameworks, managing both on-premises and public cloud infrastructure, and integrating enterprise-authorized AI capabilities to improve triage speed. You must balance technical judgment with risk management to resolve complex issues while maintaining a seamless user experience across the firm's systems.
Lead teams of technologists providing end-to-end application and infrastructure service delivery for firm operations.
Serve as a senior incident manager for major incidents, driving triage, escalation, and stakeholder communication.
Conduct post-incident reviews and root cause analysis to ensure measurable remediation and recurrence prevention.
Manage incident, problem, and change management processes for full-stack technology systems and infrastructure.
Monitor production environments for anomalies and utilize observability tools to resolve issues.
Integrate enterprise-authorized AI capabilities into workflows to improve incident triage speed and consistency.
Communicate technical status and risk assessments clearly to executive-level stakeholders during time-sensitive situations.
What we're looking for
5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.
Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits.
Ability to review and validate AI-assisted incident recommendations before action while ensuring outcomes align to operational, security, and auditability expectations.
Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
Proficiency in observability and monitoring tools and techniques.
Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework.
Demonstrated experience leading incident management in a large-scale technology environment, including major incident command and executive stakeholder communication (preferred).
Strong working knowledge of ITIL-aligned incident, problem, and change management practices, including root cause analysis and recurrence prevention (preferred).
Problem Management
ITIL
Root Cause Analysis
Site Reliability Engineering
AIOps
Observability
Monitoring
Change Management
Risk Management
Governance
Service Management